Feature Request Description

We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

Business Need

Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users. Requiring a manager to have Super Admin access solely for reporting purposes may provide more administrative privileges than necessary.

A more flexible permission model would allow organizations to maintain appropriate administrative controls while giving managers the reporting visibility they need to perform their responsibilities.

Requested Enhancement

Please consider adding a Business Analytics permission that allows administrators to:

Grant managers access to Business Analytics reports beyond their assigned call queue.
Select specific call queues, users, departments, or groups that a manager can view.
Allow managers to have broader read-only analytics access without granting full Super Admin privileges.
Maintain the existing role and administrative restrictions while providing more granular analytics permissions.
Example Use Case

A manager is assigned to Call Queue A, but they are also responsible for monitoring the performance of Call Queues B and C. They need access to Business Analytics reports for agents across all three queues.

Under the current permissions, the manager may need Super Admin access to obtain this broader visibility. This creates an unnecessary gap between the manager's operational responsibilities and the available reporting permissions.

Expected Benefit

Providing granular Business Analytics permissions would:

Give managers the visibility needed to effectively manage their teams.
Reduce the need to assign Super Admin privileges solely for reporting purposes.
Improve security by supporting the principle of least privilege.
Provide organizations with greater flexibility when configuring roles and reporting access.
Make Business Analytics more useful for organizations with multiple call queues and management teams.
Suggested Feature

Introduce a custom Business Analytics access/visibility permission that can be assigned independently from the Super Admin role, allowing administrators to define the scope of reports a manager can access.